911 — Just Text Me.
Considering the Unintended Consequences of Technology
Next Generation 911 public safety dispatch is upon us and over the next several years, calling 911 will be one of many options available to report your emergency. With the advent of Internet communications (voice over internet protocol — VOIP) like Facetime and Skype, people are able to communicate through a different medium and this opens a brand new world for public safety dispatchers. Just think, instead of explaining your emergency to a 911 dispatcher, you can send a video or picture of it. This will allow the dispatch center to make your emergency dispatch package more appropriate to your given emergency. Presently, the large cell phone carriers like Verizon and AT&T are able to support text to 911. Several Public Safety Answering Points (PSAP) around the country have already built the framework to support this new communication tool. Typically the recommendation to the public for most of these agencies is to call 911 as your first choice and use the text option as a backup.
One factor to consider here is; are the dispatch centers being properly trained to manage this new medium beyond the mechanics of the technology? Are dispatchers being trained to prepare themselves for what they might see? Imagine someone sending a picture of a horrific traffic accident where the scene is shocking and raw. Can we rely on our public safety dispatchers to maintain their composure and be helpful in bring resources to the incident. Could we expect to see similar types of mental illness that are found in firefighters and police officers because of constant exposure to these horrible sights? These are questions that need to be considered in preparation for this new technology.
Shelle Goforth addresses some of these concerns and offers some cautionary advice to PSAP’s as they plan for this new technology architecture. Goforth suggests that dispatchers be given psychological resilience training similar to the training given in the military. This training would prepare dispatchers to psychologically manage this new technology context and give them tools to ask for help when they need it.
Technology is moving at the speed of light and in most cases, improves our standard of living. We must be ever vigilant of the potential consequences of this new high tech world and better prepare ourselves to accept these technologies and the luxuries they afford us.
